Lead Patient Service Coordinator

  • Mary Free Bed Rehabilitation Hospital
  • 235 Wealthy SE Grand Rapids Michigan 49503 United States
  • Feb 06, 2019
Full-time Office and Clerical

Job Description

We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers. 
Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.  

Mission Statement 
Restoring hope and freedom through rehabilitation.
Diversity and Inclusion:
Mary Free Bed values diversity and inclusion among patients, families and staff. We strive to hire people who reflect the communities we serve. Our employees will serve all patients, families and each other with dignity and respect.

In addition to the job description outlined for Outpatient Operations Coordinator under the direction of the outpatient leadership team, directly reports to Manager and Clinical Team Lead. Operations leader maintains the accountability for becoming a resource for all registration and therapy scheduling. Responsibilities include but are not limited to oversight of the day to day operations for all outpatient operation coordinator staff members, positive patient relations, proper telephone communication training & coaching, appointment scheduling, collaborative relationships among providers and staff. Accurately collects information from multiple sources to process referrals for outpatient therapy. Works with outpatient therapist management and department leadership to ensure operational efficiency. Identifies the need for policy development and/or revision. Helps in the development of procedures/protocols and/or seeks other departmental approvals as appropriate. This individual participates in the interviewing/ hiring, training and staff scheduling.  The main focus of the Lead Outpatient Operations Coordinator is to assist the Department Manager in customer service, quality care, and productivity, in accordance to organizational mission statement, values, and goals.
Essential Job Responsibilities

  • Lead and provide the day-to-day scheduling, registration, referral process, authorization and telephone volume for all of Outpatient Services.
  • Maintains the knowledge and understanding of all scheduling for all outpatient therapy lines.
  • Manage process changes within scheduling software to implement protocol scheduling. Directing scheduling and registration staff in policy and procedure development to better accommodate patient appointments for all diagnosis and disciplines. Responsible for coordinating all changes with Cerner software through service request, problem solving and direct contact with Cerner representatives. Manage process changes within Athena to implement proper scheduling. Directing scheduling and registration staff in policy and procedure development to better accommodate patient appointments for all diagnoses and disciplines.
  • Attend weekly team conferences to represent scheduling department in order to effectively create action plans to assist with problems/concerns/questions.
  • Create and develop and edit patient education information/ patient policy changes/handouts as needed
  • Administrator of Team Site for all of outpatient therapy. Identifies employees/departments, allowing/denying access on a case by case basis. Works with IT to ensure proper usage of Team Site occurs. Edits and maintains Team Site to ensure current data is correct.                                          
  • Actively promotes open communication and a collaborative work environment with the team and other departments and work sites. Facilitate positive working relationships with access management/revenue cycle management, staff and all therapy staff, including managers in all departments and work sites.
  • Identifies customer service issues and resolves or initiates necessary follow-up. Implements service recovery efforts as appropriately directed by Management Team.
  • Analytical - Collects and researches data; Designs work flows and procedures. Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Works well in group problem solving situations. 
  • Determines staff assignments
    • Monitors and manages staff time (hours, TTO, etc.) for optimal customer service and to meet productivity expectations with patient volumes and timelines
    • Arranges schedules to ensure appropriate coverage.
    • Prioritizes and grants requests for TTO.
    • Ensures appropriate staff rotation.
    • Participates with interviewing and selection of candidates for open positions.
  • Facilitates the annual employee review process and performance counseling
    • Initiates the review process.
    • Participates in/understands outcomes of actual review meetings.
    • Performs employee competency assessments.
  • Staff Development and Mentoring – Responsible for the orientation and education of new staff as well as ongoing staff development and mentoring of existing staff.  Encourages staff development through formal and informal learning opportunities, and using competency-based training systems.
  • Supports program development and other operations as assigned.
Customer Service Responsibilities:
Demonstrates excellent customer service behaviors consistent with organizational and departmental standards. Consistently promotes teamwork and direct communication with co-workers. Deals discretely and sensitively with confidential information.
Responsibilities in Quality Improvement:  
Contributes by identifying problems and seeking solutions. Promotes patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications (Knowledge, Education, and Training Requirements)

  • Bachelor’s degree or equivalent work experience. Prior medical office/healthcare office experience including insurance verification and authorizations 3+ years. Competency and experience in scheduling patients and excellent customer service skills, Excel and Word required.
  • Analytical - Collects and researches data; Designs work flows and procedures. Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Works well in group problem solving situations.
  • Excellent oral and written communication skills required.  Possesses teaching ability, leadership ability, and high professional standards.  Must be well organized, be able to set priorities, work independently and is an effective team member.
  • Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker’s Comp.  
  • Demonstrated commitment to exceptional professionalism, confidentiality and service to customers
  • Works with clinical team lead and has financial responsibility for department/cost center monthly performance.
  • Must be able to develop and organize employment engagement activities.
  • Effective communication skills for accurate, concise, and organized verbal and written communication. Requires information management skills to communicate, explain, interpret, and present data.
  • Process and manage time cards for staff, approve vacation and payroll.
  • Ability to exercise independent judgment
  • Physical Demands:
    • Able to exert up to 10 pounds of force occasionally (up to 1/3 of the time)
    • Able to lift, carry, push, pull, up to 10 pounds occasionally
    • To sit for the majority of the time, but may involve brief periods of time involving walking or standing
    • To use keyboard frequently (1/3 to 2/3 of the time)

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.